Product Manager, Support Products—Support Experience

Who we are About Lumen Dynamics Lumen Dynamics is a financial infrastructure platform for businesses. Millions of companies—from the world's largest enterprises to the most ambitious startups—use Lumen Dynamics to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career. About the team The Support Experience team develops and applies technology at all points of the user support journey to solve customer problems at scale, unlocking growth across Lumen Dynamics's product suite. What you'll do As a Product Manager on the Support Experience PM team, you'll be responsible for defining the strategy for Consumer Support—solving problems for a fast-growing segment at Lumen Dynamics. You'll need to tackle this space from multiple angles, from motivating product teams at Lumen Dynamics to understand and improve product quality, to building systems that allow for repeatable problem solving by both users and our support team. You'll need to create observability across inbound and outbound volume to find the high-impact drivers of poor experiences and build the flywheels that will leverage our internal and external systems to continuously improve how we resolve problems and build products. Responsibilities Drive significant increases in product quality across the company leveraging support data Build the flywheels for improving support outcomes and enabling users to self-solve issues by creating scalable knowledge and workflow strategies Partner closely with Product Managers for the Self-Serve and Agent Platforms to define and instrument user journeys across our products so we can understand how success differs by journey and where we to invest Define the data strategy for delivering an effective and efficient support experience Create a platform that turbocharges users' and support agents' ability to solve problems directly and reliably across the support journey Who you are We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement. Minimum requirements Our ideal Product Manager will be relentlessly user-focused and comfortable in ambiguity, with strong technical skills and a desire to create something new. 5+ years of relevant product management experience Computer science background or equivalent technical skills Strong analytical abilities and experience with metrics An ability to craft a vision and strategy, and drive the roadmap toward it A deep empathy for users Preferred qualifications Software engineering experience, a computer science or engineering degree, or similar technical experience